jonnerz

What is your ticket number? I will look into this personally, I'm sorry our support staff have not been able to help you. Dispute is not needed, if we can clearly see you have been having issues due mainly to us I will be happy to refund you. A PayPal dispute will just delay the process as we may contest it. PayPal also don't actually follow-up disputes for intangible services, it's always best to talk to us about it - we're not monsters. On an unrelated note have launched a sale! 40% off your first month! Use the code "DAYZSEPT".

We are working on this now, should work very soon. We will send an email out when it is ready.

We are adding the update now, it will be available in about 10-15 minutes. We were advised not to add it until today due to some issues with the update. Our support system was offline for a few hours last night and we sent out an email explaining the reason for this. We also provided ways to contact us if you could still not get on the support system. We've received a large amount of tickets due to the duplicating server issue we had 2 days ago as well as customers asking for the new update. We will be working extra hours tonight to get tickets answered.

Sometimes when we add a new update the control panel doesn't properly update the file location for a handful of nodes. We've not found the cause of this but it requires us to simply click a button for it to work. If you create a ticket letting us know what the error is we can normally fix this very quickly. We will get to your ticket as soon as possible. We do care, we just have a small backlog due to an issue with the control panel last night.

All servers have been restarted throughout the evening and a few were restarted twice. This was to address the above problem users were having. I apologise for no prior notice as we had to act quickly with this. EDIT: All new orders are now instantly setup.

We're addressing the duplicating servers issue now. Should be all sorted within the next 30 minutes.

Friday to Monday was a Bank Holiday in the UK and our support was slow because of this, I apologise for no warning in advanced as this was meant to have been sent. All tickets will be answered today and most orders will also be setup today. If you would like a refund please create a ticket with billing and we will do this for you. If you create a PayPal dispute before contacting us you won't get the refund for at least 1-2 weeks (As this can't be processed by Billing Staff, only one member of staff can sort these out).

Yes it's how we are resolving it. You are causing many problems for other customers. I've given you many chances to try and resolve the issue but we just receive abuse from you in the majority of tickets. The fact I am giving you a 50% refund for this is extremely rare and I can tell you now that no other host would be so generous. Feel free to use another provider who can offer better protection or simply wait for our new line of VPS. Our hosting is not suited for your needs right now. We won't be using the IP for a couple of weeks so I'm sure this script kiddie will get bored by then. I don't see why someone would be DDoSing you several times a day for at least 3 days without having any reason to or not even knowing your server is still active. I'm not sure what you are hosting on your VPS to attract such people.

You are being DDoSed several times a day, it's standard practice for a DC to null-route the IP being attacked. These are high PPS attacks and can cause network issues for other customers in the DC. You are causing us more damage than you think. We've been working on getting an IP available for you but we had to discuss if it was worth it: If the attacker can find the new IP with ease then there is no point as the same issue will happen again. Your server being DDoSed is NOT our fault and the fact you know who is doing it and it's directed personally at you means we are not to blame for anything. Feel free to cancel at the end of the month as you have caused other customers problems too. In reply to your "edit", you are on a legacy VPS option. Only 4 other customers have a VPS in the same DC and no new customers will ever be put on your same type of hosting. Our new line of VPS will better cope with this as they are based in another DC (these are not out yet but will be soon). This means no new customer's VPS will be as sensitive to DDoS attacks.

Changing an IP is not simple. For starters, I am the only one who can manually change VPS IPs at the moment. Secondly, we had to wait for a free IP which was due to open up today, it wasn't actually free until much later in the day and I was not on in the evening. Yes, I failed to mention this to you and I am really sorry. As for the no refunds, we don't refund customers who get DDoSed 3+ times a day by someone who is specifically targeting you. No one refunds for this I'm not sure why you think we would. I've explained this to you many times.

As I said above: Yours would have been of those not inside the vast majority as it had to be seen by management (me in this case). I was away last night which is why your ticket was not responded too in good time. Apart from that one wait, your replies were answered within minutes. The dispute does not affect response time at all, your ticket was flagged to me prior to your threat and I answered it the moment I read it.

We currently have 0 pending tickets and just a handful of servers to create (will be up shortly). The vast majority of tickets have been responded too within a few hours at the most. Some may take longer depending on if our staff can answer them or need to escalate them to management. Our average response time today has been 45 minutes. The day before was 1 hour. I can safely say our support is back to it's amazing standards! Our orders will also be instant from Tuesday now that we have no back log.

No server setups have taken more than 48 hours recently unless something has gone wrong. Most take under 12 hours. If you have a ticket open we will answer it very soon, if not then please do so.

Very sorry for the delays with customer support, due to unforeseen circumstances with the staff member who was meant to be online last night we were not able to answer any tickets. We are going through them now.

What's your ticket numbers? Setup time is currently same-day.